All Business Is Personal

An exclusive look at the groundbreaking practices at Amazon’s One Medical, revealing the key strategies that have made it a revolutionary force in healthcare and an inspiration for all industries.

What if every business owner or manager could combine cutting-edge technology with the warmth of personal connection to keep customers coming back and sending their friends and family?

Drawing lessons from the industry-leading business practices at One Medical, a brand transforming customer interactions, All Business Is Personal gives readers tools to leverage the powerful benefits of rapidly improving technology and uniquely human relationship-building skills to ensure they attract and retain team members and customers.

In this book, readers will learn:

• How to increase the value provided to your colleagues, customers, and business partners
• Examples of how to make your customer experiences easier, more accessible, and memorable
• An iterative process for thoughtfully designing your customer experiences
• The importance of growing your people first to develop a sustainable and high-performing organization

All Business Is Personal is your road map for blending people and technology to elevate employee and customer experiences, drive repeat business, garner word-of-mouth referrals, and ensure sustainable organic growth.

“All Business Is Personal reminds us that human connection lies at the heart of transformative experiences, whether we're leading in hospitality or healthcare. Drawing on real-world insights from One Medical, Michelli shows how organizations can create environments that support both customers and employees in deeply meaningful ways.”
—Chip Conley, Founder and Executive Chairman, Modern Elder Academy (MEA), and former Head of Global Hospitality and Strategy, Airbnb 

“Joseph Michelli demonstrates that the true measure of any business lies in the value it creates for its customers. All Business Is Personal offers a vivid blueprint for how One Medical aligns its people, processes, and technology to not only meet customer needs but to enhance their lives in ways that fuel sustainable growth.”
—Rob Markey, Creator, Net Promoter System; Coauthor, The Ultimate Question 2.0; and Senior Lecturer, Harvard Business School   

“All Business Is Personal highlights how One Medical has created a culture of compassion and innovation that mirrors the employee empowerment we championed at The Ritz-Carlton and continue to champion at the Capella Hotel Group. The lessons in this book are invaluable for leaders committed to cultivating a customer experience culture that supports team members as they deliver exceptional care.”
—Hervé J. L. Humler, Chairman, The Capella Hotel Group, and Chairman Emeritus, The Ritz Carlton, St Regis, and BVLGARI 

“I’ve been enamored with One Medical for quite a while, as it hits all my hot buttons: human-centered, customized offerings, membership fees, transformative patient experiences, and better outcomes. All Business Is Personal demonstrates the impact these ideas have on customers and employees and shows you how to embrace them in your own business.”
—B. Joseph Pine II, Coauthor, The Experience Economy 

“All Business Is Personal showcases how organizations like One Medical transform healthcare by putting people first while harnessing the power of technology to drive sustainable success. This is a must-read if you want your organization to reach the highest level of customer or patient delight while at the same time creating an amazingly successful business.”
—David Feinberg, MD, Chairman, Cerner Health

Joseph A. Michelli is a professor of Service Excellence, an internationally sought-after speaker, author, and organizational consultant. His books include The Starbucks Experience, The New Gold Standard, The Zappos Experience, Driven to Delight, The Airbnb Way, Leading the Starbucks Way, and Prescription for Excellence, which hit #1 on The New York Times, Wall Street Journal, and USA Today bestseller lists.

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